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Dear Honda Canada Customer Support,
I hope this email finds you well. I am writing to bring to your attention a concerning experience I recently had at one of your Honda certified branches. As a long-standing Honda customer, I have always appreciated the quality of your vehicles and the customer service associated with the brand. However, my recent encounter has left me disappointed and concerned about the professionalism displayed by your certified branch (Destination Honda Burnaby).
On February 4th, 2023, I visited Destination Honda Burnaby in Burnaby, BC, Canada, with the intention of purchasing a 2015 Honda Accord coupe. Upon inspecting the car, I was pleased with it and obtained the inspection report and Carfax report from the salesperson, which indicated that the vehicle was in perfect condition. During the purchase process, I was informed that the car would be polished before I took it home to restore its shine and improve its overall appearance.
However, upon the day of delivery, I was disappointed to find that the promised polishing had not been done. Additionally, I noticed that the front passenger headlight was not properly positioned due to a damaged clip, although the manager later addressed this issue. Furthermore, there was a noticeable difference in the gap on one side of the hood, specifically the passenger side, compared to the other side.
Despite reviewing the Carfax report, which confirmed the car's clean title and no previous accidents, I decided to inquire about its accident history prior to finalizing the purchase. The salesperson assured me that the vehicle had never been involved in any accidents.
After approximately a month of ownership, I started noticing issues specifically on the right passenger side, such as unusual noises and the car pulling to the right when encountering potholes. Concerned about these problems, I decided to return to the dealership in the hope of receiving reliable assistance and guidance from their trained professionals. Unfortunately, my experience fell far short of my expectations.
Upon bringing the car back, the dealership checked it without providing me with a report and confidently claimed that there was nothing wrong. However, when I insisted on the presence of the noise, their behavior took an unprofessional turn. They began exchanging looks and laughing while dismissing my concerns, insisting that the car was in good condition.
On May 27th, I paid a visit to Destination Honda Burnaby to address an issue with my vehicle for the second time. The manager had approved a second inspection to investigate the matter further. During this inspection, they informed me that the problem was related to the passenger side control arm, which needed to be replaced.
This news came as a surprise to me because I had only purchased the car in February, and the inspection report at that time indicated that the control arm was in good condition (marked as green). Naturally, I requested that Destination Honda Burnaby take responsibility for the issue since the vehicle was relatively new, but they refused, claiming that I must have caused the damage and there was nothing they could do about it.
I explained to them that I hadn't driven the car extensively, as I have been primarily working from home. I also expressed my suspicion that there might have been an existing problem with the front right side of the car when I bought it from them.
To gain a second opinion and double-check the situation, I decided to take my car to Canadian Tire. To my astonishment, their inspection revealed that the report provided by Destination Honda Burnaby was inaccurate and that the control arm was not the issue. Instead, the certified mechanic at Canadian Tire determined that only the front ball joint needed replacement, followed by a wheel alignment.
Filled with frustration, I returned to Destination Honda Burnaby to inform them of the conflicting assessment. As I arrived, one of the managers approached me and asked if he could assist me. I began explaining the situation and attempted to present the Canadian Tire quote. However, he rudely interrupted me, saying, "Oh, don't bother showing me papers. I don't care about that quote!" His unprofessional conduct and disregard for my concerns were deeply upsetting, and he even went as far as to accuse me of lying.
I regret to inform you that I have once again encountered a disheartening experience with the professionals or service providers at Destination Honda Burnaby.
I would like to outline the specific issues I encountered during my visit:
Lack of Respectful Communication: The staff members at the branch were dismissive and unhelpful. They seemed disinterested in addressing my concerns and did not provide clear explanations or solutions to the problem I was facing.
Inadequate Product Knowledge: The individuals I interacted with appeared to have insufficient knowledge about the Honda vehicles and their associated technologies. As a result, they were unable to provide me with accurate information or assist me in resolving the issue effectively.
Delayed Response and Poor Follow-up: Despite requesting an update on the progress of the repair, there was a significant delay in receiving any communication from the branch. When I attempted to follow up, my calls were consistently ignored or not returned promptly.
Overall Unprofessional Behavior: The conduct of the staff members during my visit was unprofessional, including inappropriate language, lack of courtesy, and a general disregard for customer satisfaction.
I believe that such unprofessional conduct not only reflects poorly on the specific branch but also affects the reputation of Honda as a whole. As a loyal customer, I have always held Honda in high regard for its commitment to customer service excellence. Thus, I feel compelled to bring this matter to your attention, in the hope that you can take appropriate action to rectify these issues.
I kindly request that you investigate this matter thoroughly and take the necessary steps to address the unprofessional conduct exhibited by the staff at the mentioned branch. Furthermore, I would appreciate your guidance on how I can have my concerns addressed and my vehicle serviced in a professional and satisfactory manner.
I understand that unforeseen circumstances can arise in any business, but it is crucial that customer satisfaction remains a top priority. I believe that by addressing and rectifying these concerns promptly, Honda Canada can keep its reputation for outstanding customer service.
Thank you for your attention to this matter. I trust that you will take the necessary actions to resolve these issues and restore my faith in Honda's commitment to excellence. I look forward to your prompt response and a satisfactory resolution to my concerns.
Please find attached the supporting documents for your reference. Should you require any additional information, please do not hesitate to contact me.
Yours sincerely,
Rayan Moussa
Phone number: (+[protected]
Address: 1005 Ranch Park Way, Coquitlam, BC V3C 2G9
